To successfully meet customer demands for more immediate, personalized attention, companies are leveraging new technologies that go beyond traditional voice and email. By implementing such channels as live chat, social media, mobile apps, SMS/text messages, self-help solutions, and more, companies can now be ready wherever and however the customer wants.
The following report, sponsored by Zendesk, is based on an online survey of 1,044 U.S. consumers who have received online or phone customer service. The research goal was to better understand present customer expectations and to quantify the impact of customer service on business results. Questions were asked about past experiences with customer service, as well as preferences and opinions. Certain questions were repeated from a similar 2013 survey to enable trend analysis.

After its founding, Mediaocean evaluated 10 customer service vendors before choosing the Zendesk Support platform to manage its global support activities. Three years later, however, a private equity firm acquired a majority share of the company and mandated switching to an alternative platform. See why Mediaocean reverted back to Zendesk and how the company uses Zendesk to power their customer support needs.

Today’s data volume, variety, and velocity has made relational database nearly obsolete for handling certain types of workloads. But it’s also put incredible strain on regular NoSQL databases. The key is to find one that can deliver the infinite scale and high availability required to support high volume, web-scale applications in clustered environments. This white paper details the capabilities and uses case of an Active Everywhere database

As a food and beverage processor or distributor, can you manage your suppliers from anywhere? Can you meet compliance regulations? Can you track all your operations? Can you solve unexpected demands? Read our eBook to discover all the right ingredients for your success.

In today’s world, advanced vision technologies is shaping the next era of Internet of Things. However, gathering streaming video data is insufficient. It needs to be timely and accessible in near-real time, analyzed, indexed, classified and searchable to inform strategy—while remaining cost-effective.
Smart cities and manufacturing are prime examples where complexities and opportunities have been enabled by vision, IoT and AI solutions through automatic meter reading (AMR), image classification and segmentation, automated optical inspection (AOI), defect classification, traffic management solution—just to name a few.
Together, ADLINK, Touch Cloud, and Intel provide a turnkey AI engine to assist in data analytics, detection, classification, and prediction for a wide range of use cases across a broad spectrum of sectors.
Learn more about how the Touch Cloud AI brings cost savings, operational efficiency and a more reliable, actionable intelligence at the edge with transformative insi

Today, big data is everywhere. But only companies that know how to realize its true potential are gaining the competitive edge. Join HBR and Eric Siegel, author of Predictive Analytics: Who Will Click, Buy, Lie, or Die, to learn how you can transform data into insight, predict the future, and win.

Mobile devices have rapidly become ground zero for a wide spectrum of risk that includes malicious targeted attacks on devices and network connections, a range of malware families, non-compliant apps that leak data, and vulnerabilities in device operating systems or apps.
Read the four mobile security insights CISOs must know to prepare for a strategic conversation with the CEO and board about reducing mobile risks and the business value associated with fast remediation of mobile security incidents.

Learn how to better connect with your audiences on each social channel. Our 2018 Social Audience Guide breaks down everything you need to know to from demographics, device usage and even site behavior. Start engaging in a more meaningful way, today. Download your guide.

It only takes one accidental Tweet to undo years of brand reputation. It's important to understand the opportunities and risks your brand faces on social, and what you can do about them. Download this whitepaper to learn more about the risks and gain advice and tips on how to protect your brand.

Social listening can sometimes feel like swimming blind. But it actually is easier than it seems. Follow our research team as they explore social listening reports to determine the gap between what finserv audiences are looking for versus what finserv companies are providing.

Looking for a general primer or quick tactical reference on social marketing? We wrote the 2018 version of the Social Media Pocket Guide for you. In engaging, easy-to-read chapters, the Pocket Guide provides a broad overview of social media’s evolution — including current themes like pay to play, digital integrations, social care, and more. We also break down the latest tips and tactics for the four most common social objectives and explore specific use cases like product launches, events, and capitalizing on real-time trends. Do you learn by example? This guide is packed with fresh strategy inspiration from 15 different global brands and media properties. Keep The Social Media Pocket Guide on hand as your quick and definitive reference on all things social strategy.

Can chatbots provide a great customer experience? Watch how top brands automate social customer service practices. You'll learn how to enhance agent workflows and use AI to better connect with the people you care about most.

How Top Brands Automate Social Service Practices
Today’s conversational commerce requires brands to provide immediate answers to their customers’ questions. Chatbots and artificial intelligence are fast becoming critical tools for customer service, bringing speed and scale that ensures a superior experience. But what are the best practices that marketers need to know to tackle the challenges of customer service automation?
?Learn from experts from General Motors, Booking.com and Spredfast about how to bring automation into your CX workflows and bolster your social service strategies. You’ll find out:
How to think about automation for your business?
How chatbots enhance your agent workflows??
??How Booking.com and GM are using AI to drive inspiration and customer? service efficiencies??

Does it take forever for your sales team to close deals? There’s a potential roadblock you may have missed: your internal sales communication.
Take a look around—new sales reps are overwhelmed with processes and messaging during onboarding, your sales reps don’t pass discovery information off to sales engineers or customer support, and you aren’t always sure where deals stand, which makes it rather difficult to predict pipeline. If the members of your org aren’t completely aligned, you can’t take a prospect across the finish line or keep the org running smoothly.
Download this eBook to see how visuals can solve these communication breakdowns and align your sales organization to close bigger and faster.

Helping agencies prepare and respond to this threat is a key reason
GSA and DHS developed the Continuous Diagnostics and Mitigation
(CDM) program in 2013. The program was designed to provide
agencies with quick access to automated network monitoring
and risk-assessment tools that are able to quickly prioritize and
remediate security vulnerabilities. DHS is authorized to pay for the
first two years of the program as an incentive for implementing
CDM. Agencies are making progress, but as Kent’s statement
suggests, there is still work to do.

Innovation thrives when people can collaborate in a trusted manner, leveraging data creatively and freely through technology. This intersection is also the point of greatest vulnerability for your agency and the primary source of security breaches driving cyber risk to all-time highs.

The discipline of data quality assurance ensures that data is "fit for purpose" in the context of existing business operations, analytics and emerging digital business scenarios. It covers much more than just technology. It includes program management, roles, organizational structures, use cases and processes (such as those for monitoring, reporting and remediating data quality issues). It is also linked to broader initiatives in the field of enterprise information management (EIM), including information governance and master data management (MDM)

It is breathing life into our existing energy resources
and creating new opportunities.
Better use of data has visible, tangible and immediate results.
It is helping energy companies become safer, more reliable
and more efficient.
This is good for both our wallets and our planet.
For more information visit: www.ibm.com/energy
or watch our webinar here

From the rise of data analytics to new needs in budgeting, the shift to value-based medicine is bringing a fresh set of challenges to healthcare CFOs. How can you best meet these new demands and turn change into opportunity? This Becker’s Hospital Review eBook compiles 10 must-read articles that offer executive tips, actionable insights, and noteworthy trends for healthcare finance technology.

Adobe offers powerful personalization tools that help you give your customers custom experiences every time they interact with you. With Adobe, you can take control of your data, use AI to achieve scale, and see incredible results.
Adobe Target helps marketers deliver relevant, personalized experiences to highly targeted audiences based on behavioral analytics and audience data. Powered by AI and machine learning, users can deliver individualized customer experiences at massive scale.